Triaging
Phones
Right Side
Macros
Root Causes
100

Status when there is a change of information, but no money moved

What is LATO?

100

This must be done on EVERY call

What is verifying the identity?

100

Confirmed unauthorized withdrawals from customer’s RH account into a third-party bank account added by the unauthorized party and Confirmed unauthorized Cash Management purchases:

What is theft amount?

100

The macro to send when there is no fraud found 

  1. What is Option 1: FRD-Investigation complete, no fraud determined  or

  2. Option 2: COMP-ACH Restriction Lifted

100

can be targeted towards a specific individual but is most often a scatter shot approach in which even individuals who are not RH customers will receive these emails.

What is phishing?

200

There are logins, but no changes made to the account

What is SATO?

200

Mailing address, First/Last 2 deposits, date of account creation, and referrals are examples of this

What is secondary verification?

200

The sum of all confirmed unauthorized transactions and transfers. This includes: ACH transfers, equity trades, crypto trades, and cash management transactions. For equity/crypto trades, refer to “executed notional amount.”This does not include "failed" or "cancelled" transactions/transfers

What is Unauthorized Activity Amount?

200

The macro to send when the customer pushes back on our decision

What is FRD-Sharing investigation details?

200

Typically, bad actor has compromised customer’s email address, Writes in as customer and requests account changes/updates. This is usually a phone number change; verifies with (fake or phished) ID

What is cx social engineering?

300

This is most likely _____:Non-Client writing in stating that they received correspondence about a Robinhood account that they never opened

What is 3P ID Theft or 1P NA?

300

This should be asked/done BEFORE submitting disputes

What is opting out of Cash Management?

300

If one of these is submitted, we should ALWAYS attach a screenshot of it, and select yes

What is a UAR?

300

Macro is sent if fraud has been confirmed but there have been no damage done as a result.

What is FRD-Successful LATO - No Consequential Damage?

300

This root cause helped customers update their phone number/email address without being signed into their account. It was halted in Late May 2021.After passing a CIP check, the user (possibly an intruder) can update information (typically phone number).

What is UAR flow?

400

The kind of fraud where there are account changes AND UA in the account

What is LATO fraud?

400

The main purpose of the phone call

What is getting the customer back into the account?

400

 For most L/SATOs this number is 1. However, if multiple accounts are involved, such as in a fraud ring or a case with shared devices, this field should reflect that quantity.  

What is customers impacted?

400

This function is used when on a call with a customer and they want reassurance that they are really talking with Robinhood.

What is FRD: LATO - How do we know this is RH?

400

Browsers on Windows devices (i.e. Chrome Windows and Firefox Windows) tend to be most susceptible. You might see a downgrade in software.

What is malware?
500

when a deposit is initiated into a Robinhood account, the instant cash advance for the deposit is used to trade, then the deposit is reversed and never lands in the account

What is IA?

500

When the customer gives the wrong PII, we should do this.

What is end the call?

500

Confirmed unauthorized, successful withdrawals from a Robinhood account into a bank account that are not successfully recovered. Confirmed unauthorized Cash Management purchases that are not successfully recovered. Goodwill adjustments to cover losses on Cryptocurrency trade corrections

What is firm loss amount?

500

Use this macro if the customer needs to deposit funds in the account.

What is there is no set macro, but the verbiage is in the SOP.

500

method of stealing the trusted device code. A SIM Card houses the phone number and if an attacker is able to gain access to a victim’s SIM card they control the victims phone number and will receive any texts or calls intended for the victim.

What is sim-jacking?

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